Manager, Consumer Experience, Greater China & Southeast Asia

10-12 years
3 months ago
Job Description

Be a part of a revolutionary change

At PMI, we've chosen to do something incredible. We're totally transforming our business, and building our future on smoke-free products with the power to deliver a smoke-free future.
With huge change, comes huge opportunity. So, wherever you join us, you'll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.
Customer-centric people with strong B2C experience to play a part in this major marketing transformation. If you have omni-channel skills in e-commerce, marketing, channel strategy, customer experience or digital strategy, it's a career-changing opportunity to craft a new global function and help build a smoke-free future.

You will be employed in Hong Kong under Philip Morris Travel Retail Limited (PMTR). PMTR operates as a subsidiary of Philip Morris International, Inc. As a Manager Consumer Experience, responsible for Greater China & Southeast Asia regions whose role is to ensure magnificent consumer experience in Duty Free touchpoints, by implementing the overall Consumer Experience strategy & toolbox to impact positively consumer perception. Plan superior execution, drive conversion to purchase, and build category leadership.

Your day to day

. Collaborate across functions to define the consumer journey map and develop a cohesive, consumer-centric marketing plan to enhance the overall experience within the Duty-Free environment.
. Take the lead in implementing toolboxes for each activation and provide consumer-focused input for creative briefs. Coordinate with cross-functional teams to ensure local development and adaptation of assets and promotional materials.
. Act as the voice of the customer, incorporating consumer needs and addressing their problems through data-driven decision-making processes. Collaborate with other departments to capture consumer data from market research and regularly analyze available data to generate qualitative and quantitative insights into the consumer journey.
. Continuously assess the delivery efficiency of the existing retail ecosystem by location, ensuring an exceptional consumer perception. Identify areas for improvement and propose adjustments to bring together incremental value.
. Cultivate relationships with markets in the Southeast Asia and Greater China regions. Take the lead in mentoring and guiding operators and in-store sales representatives, ensuring operational excellence in areas such as visual merchandising, retail outlook compliance, and timely completion of stock deliveries.

Who we're looking for

. Minimum of 10 years of combined experience in retail operation strategy and management in consumer-facing retail operations, ideally within the Fashion, Cosmetics, or FMCG industries.
. Solid background in marketing, consumer experience, and commercial functions.
. Comprehensive understanding of the consumer journey and experience, along with the key drivers that influence consumer perception towards services or brands.
. Capable of leading and motivating teams to consistently deliver operational excellence.
. Strong project management skills, adept at building relationships, and bringing forth creative ideas.
. Demonstrates exceptional leadership abilities, with the capacity to influence and make an impact on collaborators.
. Excellent command of both spoken and written English and Chinese languages. Exceptional communication and storytelling skills.
. Willingness and availability to travel extensively within the responsible regions.

What we offer

Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:
. Seize the choice to define your future and ours. We'll empower you to take risks, experiment and explore.
. Be part of an inclusive, diverse culture, where everyone's contribution is respected.
. Pursue your ambitions and develop your skills with a global business - our staggering size and scale provides endless opportunities to progress.
. Take pride in delivering our promise to society: deliver a smoke-free future.





consumer experience
leadership abilities
commercial functions
storytelling skills

Philip Morris International (PMI) is a leading international tobacco company engaged in the manufacture and sale of cigarettes, smoke-free products and associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. PMI's smoke-free IQOS product portfolio includes heated tobacco and nicotine-containing vapor products. As of July 2020, PMI estimates that approximately 11.2 million adult smokers around the world have already stopped smoking and switched to PMI&#8217&#x3B;s heated tobacco product, which is currently available for sale in 57 markets in key cities or nationwide under the IQOS brand. For more information, see our PMI ( and PMIScience ( websites.

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